Terms and Conditions
TERMS AND CONDITIONS FOR PHYSIOTHERAPY AND CLINICAL PILATES 1:1 SESSIONS
CANCELLATIONS
By Booking an appointment you consent to our cancellation policy. If you wish to cancel your appointment please email charlotte.flexphysio@gmail.com or phone 07887537008.
If a cancellation is made within 24 hours prior to the appointment the full cost of the treatment session will be charged.
You are responsible for keeping a record of your own appointment date and time and must not rely on the text/email reminder.
LATE APPOINTMENT
If you are 15 minutes or later to an appointment it is at the discretion of the therapist whether to classify your appointment as a no show, where you will be charged for the appointment. If you are going to be late, please inform your therapist as soon as possible.
COMPLAINTS
Charlotte is committed to providing you with the best possible service. However, if you are unhappy with any part of Charlotte’s service please let Charlotte know so that she can put it right as soon as possible. If you have a complaint, please contact Charlotte on 07887537008 or email me at charlotte.flexphysio@gmail.com.
PHOTOGRAPHS / VIDEOS
Your therapist may suggest taking photographs or videos to help the assessment or treatment. These will be kept securely under the rules of Data Protection. Photos and Videos will only be taken with your consent and usually will only be taken on your phone.
INTERPRETING SERVICE
If an interpreter is required at any point, please let the Flex Physio team know prior to the appointment. Additional charges will apply.
REFERRALS
When further treatment or imaging is required, we may refer you onto a third party, whereby we will send a referral letter, after which the responsibility is on you to arrange an appointment with them. Once under their care you will be bound by the terms and conditions of that third party and we undertake no liability with respect to that third party.
TELEPHONE CALLS TO GP / CONSULTANTS / OTHER MEMBERS OF THE MDT, REPORT AND LETTER WRITING are charged an additional fee at £15 per 15 minutes
LATE PAYMENT
Any on-going treatment may be suspended or cancelled if our fees and expense are not paid in full when due. In the unfortunate event that we need to enforce payment from you, you will be liable for all the incurred costs.
CHAPERONE POLICY
If you feel you would like a chaperone present at your consultation, please either inform us via email or telephone prior to your appointment.
MEDICAL INSURANCE
Any shortfalls in cover by an insurance company for treatment received will need to be paid in full by the client.
If you are claiming from an insurance company, we need to be made aware of this at the time of booking and be provided with all required details relating to your policy. It is important to note that insurance companies do not always provide full cover of the costs for example excesses or certain treatments. It is your responsibility to check that you are covered. Any shortfalls in cover by an insurance company for treatment received will need to be paid in full by the client.
CHILDREN'S POLICY
The treatment of children under 16 will need to be discussed on an individual basis with the physiotherapist. We have a strict policy whereby all children under 16 must be chaperoned by a person with parental responsibility for the duration of all appointments.
HARASSMENT
At Flexible Physio & Rehab LTD, we think and act with positivity, consideration and mutual respect for others. We have a zero-tolerance policy against harassment towards any staff member, student or fellow client. Such behaviour may result in you being ask to leave the session.
Harassment is defined as any act or behaviour that annoys, threatens, alarms, or instils fear in a person based on a protected characteristic, including their race, gender, religion, age, national origin, or disability which affects the person’s learning opportunities, or unreasonably interferes with the person’s work performance, or has the purpose or effect of creating an intimidating, hostile or offensive environment.